Hello everyone! :)
It’s time for another one of our special Ask Me Anything sessions.
Our host is Vipin Thomas, Director of Revenue Operations at SurveySparrow, who will be answering your questions on anything and everything related to Customer Journey Mapping.
He was the Head of Customer Success at Freshworks (formerly Freshdesk), online cloud-based customer service software. With over 16 years of experience in the field, Vipin led a large team that worked on the execution of long-term retention, growth, and advocacy strategy.
He dedicated his efforts to proactively drive customer adoption and seek out opportunities to increase customer loyalty and revenue growth.
Before Freshworks, Vipin worked with MangoApps Inc. for four years as their Senior Manager of Product & Customer Success.
Unlike webinars, this is a simple Q&A session where you can post your questions below at your convenience, and answers will pour in on 23rd September @10 AM EST.

I have few questions on this regard:
@hala Great questions,
To answer your first question, this is the workflow I would recommend to chart out a proactive customer journey map:
Should customer journeys be different by each product, customer or revenue?
To answer the second part of the question, customer journeys can be segmented by various factors such as:
Customer journeys are curated using a combination of the above factors. Moreover, each customer journey differs from industry to industry. It's not a "one size fits all" approach.
IMO, B2C companies do the best segmentations.
Hope this helps! :)
Hi Thomas! :)
Is customer journey mapping only applicable to SaaS?
Thanks in advance.
Hi @Hanan,
Not at all. Be it SaaS, Retail, E-learning, or rather any industry or service, customer journey mapping would apply. In fact, it also applies to products or employee journeys in a company. Of course, touchpoints, goals, and audiences will differ, but the fundamentals remain the same.
Hi Vipin,
What are the important touchpoints in a customer journey?
Hi @Jubiline C Bavan,
Every customer interaction is valuable. However, there are some key touchpoints that every company focuses on to enhance their customer experience for the better. They typically are:
Pre-Sales
Post-Sales
Hope this helps! :)
Hi Vipin,
Which KPIs should be monitored in a customer journey map?
Thanks in advance! :)
Hi @Vishak V,
The following KPIs but not limited should be monitored closely in the customer journey map specifically for online business, this would differ for other industries:
Pre-Sales
Post-Sales
Hope this was helpful! :)
Hi Vipin,
What are the best practices to keep in mind for customer journey mapping?
@Siddharth Lenka, great question.
The four best practices that’ll help you leverage customer journey maps to maximize business benefits are:
Hope this helps! :)
Hello,
What's the difference between a customer journey and a sales funnel?
Hi, @Gane! Excellent question.
A customer journey is a holistic map of interactions a customer has with your company as they ascend through the customer lifecycle.
A sales funnel is a series of sales & marketing efforts that lead to a potential customer making a purchase. A typical sales funnel works as follows:
Awareness > Interest > Decision > Sales
A sales funnel is just a subset of a customer journey. Customer journeys go beyond conversions. From pre-purchases to post-purchases and repeated purchases, every touchpoint matters and builds the bigger picture - Customer Experience.
Hope this helps! :)